IT Infrastructure Technician
Hyde Park, MA

Job Description

Information Technology IT Infrastructure Technician

Hyde Park, MA

* ID: 44347
* Full-Time/Regular

Provides support in a more senior role and works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests related to our endpoint fleet of equipment. Communicates effectively about a broad range of technologies and explains solutions in technical and nontechnical terms. Also provides support for IT infrastructure to support effective and efficient technology used at the supported site(s) (e.g. electrical power, HVAC, LAN, Servers, etc.). We expect first class customer service ensuring that all customers are treated efficiently and in an appropriate manner. Responsibilities will span over multiple facilities based in the area as needed for support, position requires the ability to travel.

Responsibilities:

* Demonstrate Project management skills to lead and/or participates in the design, planning, installation, testing, implementation and support of new hardware and software as well as evaluation and recommendation of current and potential vendors.
* Provides leadership in selected areas of support and support process development.
* Contributes beyond Management Territory for specific projects, support functions teams.
* Works without direct daily supervision required.
* Provides remote support to other facilities across Management Territory as part of their daily role definition.
* Build, install and maintain endpoints (PCs & MAC) in accordance with IT standards.
* Maintain and problem-solve issues related to installed endpoints Windows & MAC, with routine maintenance as assigned.
* Provides mentoring to new employees around both technical and non-technical aspects of the Field Technician role.
* Acts as a Subject Matter Expert for systems and/or functions key to the Field Support model.
* Responds to Service Desk referrals of end-user requests for help solving our endpoint hardware, software, peripheral or production equipment related problems or issues.
* Prioritizes problems based on severity, urgency and impact to the business; tracks all outstanding incidents until successful resolution.
* Partners and collaborates with enterprise support teams and outside vendors to resolve problems or issues.
* Ability to work with Microsoft Active Directory. SCCM a plus.
* Coordinates through change management process to move, install, upgrade, remove and configure site IT assets and supporting infrastructure.
* Assists with support of wireless networks, servers, network and peripheral devices related to desktop infrastructure, in accordance with department standards.
* Maintains a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
* Takes ownership of issues by carrying out problem analysis to implement appropriate solution, with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
* Identify potential changes and system improvements to present to IT management consideration and implementation.
* Ensure that work is carried out within agreed service levels and in accordance with department guidelines and corporate policies.
* Ensue all interactions (incidents, change tickets, etc) are logged/maintained within RRD ITSM toolset.
* Maintains and takes ownership of asset record inventory throughout the life-cycle of end-points.
* Identifies and recommends budgetary items based on infrastructure additions/improvements/removals.
* Supports and conducts routine audits of site IT assets and processes to ensure compliance with established company policies and procedures, as well as compliance with Governmental regulations and policies.
* Performs other related duties and participates in special projects as assigned.

Required Skills

* Bachelor degree in discipline related to functional work or role with 5-7 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
* Able to apply excellent functional computer knowledge in utilizing Microsoft Windows operating systems current and recent versions, MAC, Microsoft Office, Google suite & Google Drive a plus, or other technical tools in completing assignments.
* Following facilities EHS (Environmental Health & Safety procedures) PPE (Personal Protective Equipment) and procedures a must.
* Lifting - Potential lifting up to 25 pounds occasionally to move objects.
* Able to apply broad work experience and knowledge when analyzing complex problems. Must be able consistently identify critical elements, variables and alternatives to develop solutions.
* Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
* Maintains excellent communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization internally & externally. Able to apply excellent business acumen and collaborative skills when resolving problems.
* Able to apply expertise in all the tools or applications used to complete work assignments.
* Able to mentor junior level team members in the use of tools and/or systems in the position.
* Able to write with the clarity and precision necessary for the work being performed.

RRD is an EEO/AA including Vets and Disabled Employer